ViaSat, Inc.

Thank you for bringing Mr***’s complaint to our attentionWe apologize for any frustration he may have experienced with ViaSat
The Customer Agreement, signed by Mr*** on September 12, and available at exede.com/legal, requires subscribers to commit to a 24-month minimum service
termEarly termination fees will apply if service is canceled prior to the minimum service term Customers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service termCustomers have the ability to move their ViaSat service from one location to another at no chargeBy electing to move their service to a new service location, customers are asked to agree to a new 24-month minimum service term and sign a new Customer AgreementViaSat cancels the Customer Agreement on the original account and waives any applicable early termination fees
Mr*** called ViaSat on February 4, because he was moving and wanted to take the service to his new locationAt this time, the ViaSat representative confirmed that ViaSat’s Exede internet service was available in Mr***’s new area; however, it was determined that the Freedom service plan ($a month, plus applicable taxes and a $monthly equipment lease fee) was not available in his new areaMr*** decided not to move his service with ViaSat, and to move forward with the disconnection of his account; as such, the ViaSat representative accurately advised him that he would be charged an early termination fee
Service plan availability is based on locationViaSat is unable to provide Mr*** with the Freedom plan if it is unavailable in his new area
As Mr*** chose not to move his ViaSat service, ViaSat does not agree to waive his early termination fees
Thank you for the opportunity to respond

Complaint: ***
I am rejecting this response because:I did pay the $to the collection company PLUS a $collection charge. I appreciate you removing me from collections, but you / they still have $in fees and collections
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: This company is a big bully and feels that they can change policy when ever it is convenient, in away I'm glad that I have been able to turn people from getting service with Excede, if they want to credit me that's fine but I don't trust this company that thinks it's ok to charge my account with out letting me know.
Sincerely,
*** ***

Initial Business Response /* (1000, 4, 2015/12/04) */
Thank you for bringing Ms***'s complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat
The Customer Agreement, signed by Ms*** on April 19, and available at exede.com/legal,
advises that customers are required to return ViaSat's modem and transceiver within days after the disconnection of their accountFailure to do so will result in an unreturned equipment fee of $300.00, not including taxesViaSat supplies customers with a prepaid UPS box and illustrated instructions to their home or requested shipping address within a week after their disconnection
Our records show Ms*** contacted ViaSat on August 20, to disconnect her account, at which time a request was escalated to have to equipment return kit delivered to the following address:
*** *** *** ***
*** ** XXXXX
Our review of tracking no1Z6ERXXXXXXXXXXXXX shows that the alternate address request was received by UPS on August 21, and that the box arrived in Phoenix, AZ on August 26, After that, it appears the box was lostBetween September 6, and November 20, 2015, ViaSat sent multiple interception requests for the package, but it was unable to be locatedUPS opened up a lost package investigation on December 1,
On October 20, 2015, ViaSat charged Ms*** $in unreturned equipment fees, per the Customer Agreement
As resolution to this complaint, ViaSat has issued Ms*** a refund of $to her payment method as of today, December 4, Ms*** should be advised that it may take 3-business days for her to see it deposited into her accountViaSat will also internally request that a second box be sent to her home address for the return of the equipment
We apologize for any frustration Ms*** *** have experiencedThank you for the opportunity to respond

Thank you for bringing Mr***’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedAt the time of sale customers are made aware of ViaSat’s Data Allowance Policy, the 24-month minimum service term commitment and the early termination feesEach of these
points are also addressed in the customer agreement signed by Mr*** on September 8, and available at exede.com/legalWe apologize if Mr*** feels these points were not communicated to his satisfactionIt is our goal to provide Mr*** with the best internet experience possibleHowever, due to the nature of satellite-based internet service, there are many variables that can affect speeds, such as, weather at the gateway or customer’s home, network congestion, as well as the customer’s computer equipmentThe customer’s internet speeds can also be affected by programs running in the background of the customer’s devices, the use of virtual private networks, the router and the activities a customer engages in on the internetBecause of these many variables, ViaSat cannot guarantee any particular speed to the customer. ViaSat discloses at the point of sale and in its Customer Agreement signed by Ms*** on September 8, that speeds may vary and are not guaranteed. Mr*** had his account disconnected on March 21, due to the services not meeting his needs or expectationsViaSat charged Mr*** $on April 12, for the early termination feesViaSat understands that the service was not meeting Mr***’s needs or expectations so ViaSat has agreed to waive the early termination fees of $and issue a refund today April 17, for the $The $will go back on the payment method within 3-business daysViaSat does not agree to issue any further refunds as the service was usedThank you for allowing ViaSat the opportunity to respond

Thank you for bringing that Mr***’s rebuttal our attentionWe apologize for any frustration he may have experienced with ViaSat’s Data Allowance PolicyIn ViaSat’s previous response, we stated that Mr*** was receiving the Exede GB planWe apologize that the pricing provided was incorrectAdditionally, as stated, ViaSat created the data usage meter for customers to monitor their monthly data allowance and provide them the information necessary to manage their data usage and stay within the data limits of their service planViaSat consistently measures customer’s data usage and provides customer’s access to view his or her data usage through ViaSat’s data usage meter available at www.myexede.netConsecutively, Mr*** has gone over his monthly usage allotment of GB the last two months; January and FebruaryIn January, Mr*** used GB of his GB plan. As of today, February 22, 2017, Mr*** has used GB of his GB plan and his usage is scheduled to reset on March 01, Upon review of Mr***’s account, ViaSat determined that the usage was consumed by web browsing, other traffic (software updates, secure networks, and generic traffic), social networking, marketplaces (app stores, and eReaders) and mediaFurther, since December 2014, on fifty nine separate occasions, additional gigabytes have been added to Mr***’s account due to the breech in the data allowance policy In response to this complaint, ViaSat escalated Mr***’s account concern internally to ensure that his data usage meter is working properlyAs of February 22, 2017, ViaSat has not found any issues with Mr***’s data usage meterIf Mr*** continues to experience issues with his usage we advise him to look into the programs that are running in the background, whether his router is secure, and to check his day to day activitiesIf Mr*** would like to discuss his usage or transition his service to a plan that better meets his needs, he may contact ViaSat’s 24-hour Customer Service Department at ***

Initial Business Response /* (1000, 5, 2015/09/29) */
Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused
Customers are made aware of ViaSat's Data Allowance Policy at the time of sale Our Data
Allowance Policy is addressed on the first page of the Customer Agreement, signed by Ms*** on September 24, 2015, and it is also available at exede.com/legal Pursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use their entire monthly system usage
The most common causes for high usage are typically downloading or streaming media content (e.gonline videos, music, and internet radio), downloading full-length movies, and downloading or uploading large filesDue to the nature of satellite-based internet service, there are many variables that can affect speeds, such as, weather at the gateway or customer's home, network congestion, as well as the customer's computer equipment Speeds can also be affected by programs that are running in the background, the router, and day-to-day activity
Ms*** contacted ViaSat on September 27, to discuss the data allowance policy, and the disconnection of her accountAt this time of this call Ms*** advised the data allowance used went towards media (video or audio) specifically YouTubeMs*** requested to have the account disconnected; however, when ViaSat's customer service representative advised her of the early termination fees she declined
In order to bring this complaint to resolution, ViaSat will agree to disconnect the account with waiver of the early termination feesHowever, ViaSat does not agree to refund the charges collected during the time of activation as services were renderedMs*** is responsible for returning ViaSat's modem and transceiver within days after her disconnection, or she will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement A UPS box with a pre-paid return shipping label will be delivered to her home address within a week after her disconnection, and will include illustrated instructions on what equipment she will need to return
Ms***'s ViaSat account will be disconnected on September 30, per Ms***'s requestShould Ms*** not wish to have her account disconnected please have her contact ViaSat's customer service department at XXX-XXX-XXXX
Thank you for the opportunity to respond

Thank you for bringing Ms*** complaint to our attention
Ms*** was receiving Viasat’s Liberty + Free Zone service plan at $a month, plus applicable taxes and a $monthly equipment lease feeThis service plan provides GB of monthly Priority Data allowance for use at
regular speeds of up to Mbps download and Mbps uploads Pursuant to Viasat’s Data Allowance Policy, once the customer goes over the Priority Data allowance the customer receives Liberty Pass (at no extra cost), which allows them to continue using more data at download speeds of up to to Mbps when the network is not busy until their monthly Priority Data allowance resetsWhen the network is busy, customers in Liberty Pass will receive significantly slower speeds which may greatly impair their ability to use the internet Customers are told this information at the time of sale and it is incorporated into the Customer Agreement signed by Ms*** on April 13, and also available at exede.com/legal,
The Customer Agreement provided to each new customer commits each customer to a 24-month minimum service term, and states that early termination fees will apply if service is canceled prior to the expiration of the minimum service term Customers are advised of this commitment at the time of sale and are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term
Section of the Customer Agreement advises, “The performance of some games over Viasat’s internet is very poor and some games may not work at all.”
Ms*** ordered service through DIRECTV, an authorized Viasat seller, on April 10, and the service was installed at her home on April 13, Viasat received a call from Ms*** on April 14, because she had exceeded her monthly data allowance, at which time she was educated on the Data Allowance Policy as well as the devices that had connected to her home network
Ms*** called Viasat on April 27, regarding her data usage, at which time she also expressed that she felt she had not been completely informed of the service at the point of saleWhen she requested disconnection, the Viasat representative offered her a discount of $off her bill per month for six months, which she acceptedFree additional data was also applied to Ms*** account at this time, and a free service call was ordered
Viasat received another call from Ms*** on April 30, in dispute of her data usageUnfortunately, the Viasat representative was unable to review Ms*** usage at that time because it had not updated in the systemMs*** requested to speak to a supervisor, and was transferred to the supervisor call lineWe apologize if Ms*** was unable to speak to a Viasat supervisor
Viasat’s technician went out to Ms*** home on May 10, 2018, at which time her dish was realigned
Ms*** called Viasat on May 14, to disconnect because she was dissatisfied with the serviceAt this time, the Viasat representative reviewed the disconnection disclosures and processed her requestAs Ms*** was stating she felt she had been misinformed at the point of sale, the Viasat representative escalated in inquiry to see if her early termination fees could be waivedThis request was denied on May 16, as the early termination fees were considered validThe same day, Ms*** was charged $in early termination fees
Viasat received a call from Ms*** the same day in regards to the charges, at which time she was informed that the waiver request had been denied and the early termination fees were valid
Viasat does not agree to refund Ms*** early termination fees in full; however, as resolution to this complaint, Viasat has issued a refund of $for half of the charge to her payment method as of May 21,
Thank you for the opportunity to respond

Initial Business Response /* (1000, 5, 2015/09/30) */
Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any inconvenience this may have causedPer ViaSat's Customer agreement signed by Ms*** *** on December 23, 2014, the customer represents that
there are no legal, contractual or similar restrictions on the installation of the equipment in the location (s) the customer has authorizedIt is the customer's responsibility to ensure compliance with all applicable building codes, zoning ordinances, homeowners' association rules, covenants, conditions, and restrictions related to the service, to pay any fees or other charges, and to obtain any permits, or authorizations necessary for the service (collectively "legal requirements")The customer is solely responsible for any fines or similar charges for violation of any applicable legal requirementsThe customer acknowledges and agrees that ViaSat or its designated service provider will be required to access your premises and computer to install and maintain the equipment, including the antenna and its componentsThis will include attaching the equipment to your computer, installing software on your computer and configuring your computer to optimize the performance of the Internet serviceThe customer confirms that they have reviewed the installation plan and agreed to any associated chargesIf the customer approves a roof mount, they acknowledge the potential risks associated with this type of installationBy signing this agreement, scheduling a service or installation visit, and permitting us or our service provider to enter the customer's home, you are authorizing ViaSat and its service provider to perform all the above actionsThe customer is responsible for backing up the data on the computer and we highly recommend that you do so prior to permitting access to us or one of our designated service providersNeither ViaSat nor its service provider shall have any liability whatsoever for any losses resulting from the equipment or any installation, repair or other services associated with the equipment, including without limitation, damage to the premises, or loss of software, data or other information for your computerThis limitation does not apply to any damages arising from gross negligence or willful misconduct of us or one of our designated providersTime frames for installation, if any, are not guaranteed and may vary depending on the types of services requested and other factors
The above information is located in the customer agreement signed by Ms*** *** in section under Installation of equipmentViaSat will not be responsible for any damages caused to the home as Ms*** *** the tenant agreed to the location of the installation and signed off on the agreementViaSat's technicians are not responsible for searching property taxes or websites to see who the owner of the home isThis will be an issue you will want to address with the landlord of the home moving forward
ViaSat does not agree to waive the early termination fees from this account as Ms*** decided to disconnect her account on her own without fulfilling her 24-month minimum service term commitmentThank you for allowing ViaSat the opportunity to respond
Initial Consumer Rebuttal /* (3000, 7, 2015/10/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I never signed anythingShow me where I signed this
Final Business Response /* (4000, 9, 2015/10/07) */
Thank you for bringing Ms***'s response to ViaSat's attentionAt the time of installation ViaSat requires all customer's to sign our electronic customer agreement in order to have the services installedThe services cannot be provisioned and will not work until that agreement is signedMs*** electronically signed the agreement on December 23, ViaSat has attached a copy of the electronic customer agreement signed by Ms***Thank you for allowing ViaSat the opportunity to respond

Thank you for bringing Mr***’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedOur records show that Mr*** is receiving ViaSat’s Liberty GB service plan at $a month, plus applicable taxes and a $monthly equipment lease feeMr
***’s Exede Liberty service plan provides GB of monthly Priority Data allowance for use at regular speeds of up to Mbps download and Mbps uploadsPursuant to ViaSat’s Data Allowance Policy, once the customer goes over the Priority Data allowance the customer receives Liberty Pass, (at no extra cost) which allows them to continue using more data at download speeds of up to to Mbps when the network is not busy until their monthly Priority Data allowance resetsWhen the network is busy, customers in Liberty Pass will receive significantly slower speeds which may greatly impair their ability to use the internetCustomers are told this information at the time of sale and it is incorporated into the Customer Agreement signed by Mr*** on February 29, 2016. ViaSat does not offer an unlimited service planThe most common causes for high data usage are typically downloading or streaming media content (e.gonline videos, music, and internet radio), downloading full-length movies, and downloading or uploading large files (e.gviewing pictures on *** or through ***)Customers have the choice to purchase additional data under ViaSat’s Buy More option at $per GB on an as-needed basis, but are not required to do so. Our review of Mr***’s account as of April 5, shows that Mr*** has used GB of the availableHis usage is set to reset on May 1, Mr***’s previous bill cycle shows that GB of the available were usedMost of Mr***’s usage is coming from httpsViaSat has researched this issue and had their Network Operations team look into this and they were unable to detect any issuesViaSat is not showing any usage issues as different sources are showing the same dataMr*** will want to do some research on his sideFor example last month GB of download and GB of upload were consumedWeb Browsing was GB’s and which were HTTPS sitesThe next biggest usage type is storage at GB’sIf Mr*** is using this service for VPN purposes, ViaSat does not recommend the service for VPN usageMr*** should check the browser history and download files as he would have better visibility than ViaSat does to the HTTPS sites as to where the data is goingThe dates Mr*** would want to start with are 4/4, 3/10, 3/ViaSat is showing the following devices connected: *** ** computer*** smartphonesAnd one unknown device. ViaSat does not agree to issue back any refund for the services that were used and no extra data will be providedIf Mr*** feels that the service is not going to meet his needs or expectations ViaSat is willing to let Mr*** out of the contract with no early termination feesShould Mr*** wish to disconnect the account he can contact Customer Care at *** and reference ticket number ***Thank you for allowing ViaSat the opportunity to respond

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI would also implore ViaSat to consider updating it's business practices to promote more fairness to it's customers by offering the option to schedule disconnects to occur at the end of the billing period or allow the customer the option to pro-rate any unused days during the billing period for immediate cancellations.I appreciate ViaSat's willingness to come to a resolution
Sincerely,
*** ***

Initial Business Response /* (1000, 7, 2015/08/17) */
Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any inconvenience this may have causedMs*** contacted one of ViaSat's authorized dealers to have the account set-upAt the time of sale customers are made
aware ViaSat's 24-month minimum service term commitment, and the early termination feesViaSat has no association with HughesNet or their installationsHughesNet is a satellite internet provider as well and both HughesNet and ViaSat offer high speed satellite internet to rural customersWe apologize for any confusion Ms*** may have experienced in this processViaSat is willing to waive the early termination fees from the account should Ms*** wish to disconnectViaSat has also moved forward with waiving the current balance of $Ms*** will want to call into ViaSat at XXX-XXX-XXXX to have the account disconnected and will want to reference ticket number XXXXXXXXThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Ms*** complaint to our attentionWe apologize for any frustration she may have experienced with ViaSatThe Customer Agreement, signed by Ms*** on October 6, and available at exede.com/legal, states that ViaSat will not provide a pro-rata refund for any
prepaid fees regardless of when the service is terminatedOur records show ViaSat attempted to collect a payment of $for monthly service, but the payment failedMs*** made two payments of $towards the balance due on February 9, and February 10, 2016, which left a balance due of $On March 8, 2016, ViaSat successfully collected a payment of $from Ms*** for her March monthly service fees ($75.57), plus the existing balance due ($27.90)ViaSat received a call from Ms*** on March 11, 2016, at which time she requested the disconnection of her accountMs*** called ViaSat again on March 16, regarding the charge to her accountDuring this conversation, Ms*** was advised that ViaSat did not provide a prorated refund for unused service, per the Customer AgreementAs resolution to this complaint, ViaSat will issue Ms*** a refund of $for her unused servicesThis refund has been issued back to her payment method as of today, March 17, Ms*** should be advised that it may take three to five business days for her to see the amount deposited into her accountThank you for the opportunity to respond

Initial Business Response /* (1000, 5, 2015/08/28) */
Thank you for bringing Ms***'s complaint to our attentionWE apologize for any issues she *** have experienced with ViaSat
Section of the ViaSat Customer Agreement, signed by Ms*** on *** 8, and available at
exede.com/legal, states that ViaSat will not provide a pro-rata refund for any prepaid fees, regardless of when the service is terminatedCustomers are advised of this at the time they elect to disconnect their service
Our review of Ms***'s account shows that she was charged $for monthly service on July 12, Later the same day, Ms*** called into ViaSat to disconnect her accountAt this time, Ms*** was advised of all disconnection disclosuresWhen Ms*** requested a refund for the payment of $60.58, the ViaSat offered to escalate the request as a gesture of goodwillUnfortunately a refund request was not created at this time as promisedWe apologize for any inconvenience this *** have caused Ms*** to experienceOur records show the refund request was created on July 14, 2015, at which time Ms*** also requested a $service call so a technician could assist her with the removal of the ViaSat transceiver
A refund of $was issued to Ms***'s payment method on July 17, Unfortunately, the refund was not processed correctly, and Ms*** was recharged for the amount on August 12, 2015, in addition to the $service call feeMs*** called in about the charge the same day, at which time a refund request was escalated on her behalfDue to a misunderstanding, this refund request was rejected on August 19, 2015; Ms*** was advised of this decision on August 26, We apologize for any frustration this *** have caused Ms*** to experience
In order to resolve this complaint, ViaSat has issues a refund of $to Ms***'s payment method as of August 28, Ms*** should be advised that it *** take 3-business days from the issue date for her to see this amount deposited into her accountViaSat is willing to reimburse Ms*** for any overdraft fees she *** have incurred due to this issueMs*** will need to provide ViaSat with a 30-day rolling bank statement showing her balance before the ViaSat charge, ViaSat's charge, and the resulting overdraft fees
If Ms*** would like reimbursement for her overdraft fees, she *** fax her documentation to XXX-XXX-XXXX, or email it to ***@viasat.com
We apologize for any frustration Ms*** *** have experiencedThank you for the opportunity to respond

Thank you for bringing Ms*** complaint to our attention.The Customer Agreement signed by Ms*** *** on March 6, states that monthly service and lease fees are payable in advance. Customers are also made aware of this at the time of the sale. Customers are also made aware
that if at any time, Viasat is unable to process their payment by the due date, their account may be immediately suspended and they will be responsible for all amounts payable.Our records show Ms*** was until June 18, receiving Viasat’s Liberty service plan at $a month, plus Viasat’s EasyCare program at $monthly, applicable taxes and a $monthly equipment lease feeDue to Ms*** ordering her service during a promotional period, she had previously received the following discounts: $off for the first months of service, and $off for the first months due to bundling with DirectTVAs of her most recent billing, Ms*** is no longer receiving these discounts.Ms*** service plan is subject to a Data Allowance Policy, which limits the total amount of data a customer can use each monthCustomers are made aware of Viasat’s Data Allowance Policy at the time of sale and it is also addressed in the Customer Agreement.MsLawson‘s Liberty service plan provided GB of monthly Priority Data allowance for use at regular speeds of up to Mbps download and 3Mbps uploads. Pursuant to Viasat’s Data Allowance Policy, once the customer goes over the Priority Data allowance the customer receives Liberty Pass, (at no extra cost) which allows them to continue using more data at download speeds of up to to Mbps when the network is not busy until their monthly Priority Data allowance resets. When the network is busy, customers in Liberty Pass will receive significantly slower speeds which may greatly impair their ability to use the internet. Customers are told this information at the time of sale and it is incorporated into the Customer Agreement.On June 8, 2018, Ms*** monthly billing generated in the amount of $for services billed in advanceDue to the fact that there was no valid payment method on file, Viasat was unsuccessful in taking the amount due. On June 18, 2018, since no payment had been taken, Ms*** service systematically suspendedMs*** contacted Viasat the same day in regards to this suspensionMs*** requested to lower her plan to Viasat’s Liberty + Free Zone service plan, which was completed successfullyA Viasat representative attempted to assist Ms*** in making a payment for the past due balance, but Ms*** declined to make the paymentThe call was disconnected, and no other changes were made to Ms*** account. Later that same day, Ms*** contacted Viasat in regards to making a paymentShe spoke with a supervisory Viasat representative due to being upset about her billingThe representative advised Ms*** of the expired discounts, which explained why her billing had increasedMs*** requested to pay only a prorated amount for the month due to the suspension of her servicesThe representative advised that would not be possible, and Ms*** requested to disconnect her Viasat servicesThe Viasat representative advised Ms*** that if she chose to proceed with the disconnection, she would be responsible for early termination fees as she was still within her 24-month contractMs*** was offered a recurring discount of $off for the next months, which she declined, and the call was disconnectedDue to the fact that no disconnection disclosures had been completed, a requirement before disconnection can be completed, Ms*** account remained active.A review of Ms*** account completed on June 20, shows that her modem is offlineDue to this, Viasat is unable to determine if there is any issues with Ms*** service.At this time, should Ms*** wish to disconnect, Viasat will be willing to waive half of her early termination feesViasat does not agree to credit or waive the current past due balance of $as Ms*** service is currently activeAs Ms*** has Viasat’s EasyCare program, if she chose to disconnect, any service call required to retrieve Ms*** equipment would be free of charge. If Ms*** would like to take advantage of this offer, she may contact Viasat’s 24-hour Customer Care department at 1-855-463-in reference to ticket no27891204.Thank you for the opportunity to respond

Initial Business Response /* (1000, 5, 2016/01/05) */
Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused
At the time of disconnection, all customers are required to only return their ViaSat modem and
transceiver, per the Customer Agreement available for viewing at exede.com/legalOutside of the modem and transceiver, the customer owns all other equipment and is responsible for its removalAny service call request for the removal of the dish is associated with a chargeable fee for the technician to remove and dispose of the dish
Ms*** was responsible for returning ViaSat's modem and transceiver within days after her disconnection, or she was subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer AgreementA UPS box with a free return shipping label was to be delivered to her home address within a week after her disconnection, and will include illustrated instructions on what equipment she will need to return
As ViaSat had not received the lease equipment Ms*** was charged $on December 26, Nevertheless, in order to bring this complaint to resolution ViaSat has issued the refund for the $to be issued back to the payment method on fileMs*** should receive this refund in three to five business daysShould she not receive the refund within this time frame please have her contact ViaSat's customer service department at XXX-XXX-XXXX and reference ticket XXXXXXXX
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (2000, 8, 2016/01/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will accept this as long as they follow through with what they are sayingThe only reason I had to resort to solve my matter in this way was because you never could get anyone with the company to give you direct and correct informationIF they do not follow through as they have stated, I will be contacting you again
Complaint Response Date bumped because: Data Base Migration

Initial Business Response /* (1000, 4, 2015/08/17) */
Thank you for bringing Mr***'s complaint to our attentionWe apologize for any misunderstanding he may have experienced with ViaSat's Data Allowance Policy
ViaSat's service plans are differentiated based on the amount of data for the
service plan and each service plan is governed by a data allowance policyThe Data Allowance Policy applicable to Mr***'s plan is meant to ensure all customers have equitable access to the network and that heavy usage by a small number of customers does not negatively impact the network performance of all customersCustomers are made aware of ViaSat's Data Allowance Policy at the time of saleIt is also addressed on the first page of the Customer Agreement, signed by *** ***, the account holder, on June 1, (also available at exede.com/legal)Pursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use their entire monthly system usageWe created the usage meter so customers can monitor their monthly data allowance allowing them the opportunity to stay within the limits of their packageWhile Mr*** can engage in the activities described in his plan usage details (e.g., streaming videos and music, web browsing, playing games, etc.), his activities are limited by the monthly data allowance of the plan he has purchased, pursuant to the Data Allowance Policy as described aboveThe most common causes for high usage are typically downloading or streaming media content (e.gonline videos, music, and internet radio), downloading full-length movies, and downloading or uploading large files
Ms*** is receiving ViaSat's Exede GB service plan at $a month, plus applicable taxes and a $monthly equipment lease feeThis service plan provides customers with a GB monthly data allowanceViaSat does not automatically charge customers when they go over their monthly data allotmentCustomers have the choice to purchase additional data under ViaSat's Buy More option at $per GB on an as-needed basis, but are not required to do soAlternatively, customers may utilize ViaSat's Late Night Free Zone from 12:AM to 5:AM, local time, during which unmetered service is provided at no extra cost
Our records show Mr*** contacted ViaSat on August 12, because he felt he had been misinformed at the point of sale regarding the Data Allowance PolicyDuring this conversation, the ViaSat representative explained to Mr*** that using sites like YouTube and Facebook would count towards his usage because data was being transmitted or downloadedMr*** purchased GB of additional data at this time
On August 15, 2015, Mr*** exceeded his available data usage; subsequently, his speeds were slowed, pursuant to the Data Allowance PolicyOur review of the account shows that the majority of his data usage went towards system updates, web browsing, and media (e.g., Netflix, YouTube, Spotify, etc.)
ViaSat does not agree to waive Mr***'s early termination fees of approximately $in full if he chooses to move forward with the disconnection of his serviceHowever, in order to come to a resolution regarding this complaint, ViaSat will agree to waive half of the early termination fees, leaving Mr*** responsible for an approximate charge of $
If Mr*** would like to move forward with the disconnection of his account, he *** contact ViaSat's 24-hour Customer Service Department at X-XXX-XXX-XXXX in reference to ticket noXXXXXXXX
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (3000, 7, 2015/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was told By a *** in the corporate office that she would call me to let me know if the whole fee can be waivedNEVER received a call backI want nothing to do with this service anymore so Go ahead and cancel meIll pay your *** cancellation, Just know I am NOT happy and that this is the WORST company I have EVER dealt with
Final Business Response /* (4000, 9, 2015/08/28) */
Thank you for bringing Mr***'s rebuttal to our attention
ViaSat will disconnect Mr***'s account effective September 11, 2015, at which time half of his early termination fees will be waivedIf Mr*** is charged any monthly service fees prior to this date, ViaSat will ensure that they are waived or refunded to his payment method
Thank you for the opportunity to respond

Thank you for bringing Ms***’s complaint to our attention. Ms*** contacted Viasat on February 28, in order to disconnect her Viasat services. Ms*** was responsible for returning Viasat’s modem and transceiver within days after disconnection, or she would be subject to
an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement. A *** box with a prepaid return shipping label was delivered to her home address within a week after her disconnection, and it included return instructionsCustomers are reminded of this obligation at the time of disconnect.The Customer Agreement signed by Ms*** *** on May 3, states that monthly service and lease fees are payable in advance. Customers are also made aware of this at the time of the sale. As Viasat had not received the equipment by March 28, 2018, on Ms***’s next billing cycle, April 4, 2018, Ms*** was billed $for failure to return her Viasat leased equipmentViasat was successful in taking the payment. On April 4, 2018, Ms*** contacted Viasat multiple times due to being charged for the non-return of the leased equipmentShe stated that *** had picked up their return kit a few weeks priorAt the time of the first contact, a Viasat representative was unable to locate the packageWe apologize for any inconvenience this may have caused Ms***The representative advised Ms*** to contact *** for assistance in locating the packageMs*** agreed, and later contacted Viasat to advise that *** had requested one of Viasat’s staff create a ticket for locating the equipmentA Viasat representative assisted her by placing the ticket and locating the returned package. As of April 5, 2018, Viasat has received confirmation that Ms***’s equipment has been returned.In resolution to this complaint, Viasat has processed a refund of the $that was charged to Ms***’s payment method on file as of April 5, Ms*** should see the return of the funds within the next three to five business days. If Ms*** has any further questions or concerns, she may contact Viasat’s 24-hour Customer Care department at 1-855-463-9333. Thank you for the opportunity to respond.

Thank you for bringing Mr*** complaint to our attention. The Customer Agreement provided to each new customer, and signed by Mr*** on May 13, 2016, and also available at exede.com/legal, commits each customer to a 24-month minimum service term, and states that early termination fees
will apply if service is canceled prior to the expiration of the minimum service termCustomers are advised of this commitment at the time of sale and are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term. Mr*** disconnected his Viasat service on June 8, On August 4, 2016, Viasat received an Attorney General complaint from Mr*** disputing his early termination fees. In resolution, Viasat agreed to waive half the early termination fees on August 18, Mr*** called on March 16, about being contacted by a collection agency for a payment that he stated he had already made in the amount of $on September 23, 2016. The representative escalated the issue to the Finance department for investigationFinance stated that there was a refund processed inadvertently to Mr*** on $on October 25, 2016. This caused the $to remain due and, therefore, Mr*** was not removed from collections. Mr*** called on March 29, to speak to a supervisor about the collections balance of $160.25. At this time, Mr*** was informed that the balance due was valid because he had been erroneously refunded.In resolution to this complaint, Viasat has waived the balance due of $and removed his account from collections. Thank you for the opportunity to respond.

Thank you for bringing Mr*** complaint to our attention
The Customer Agreement, signed by Mr*** *n March 26, and available at e*** *** that Viasat does not guarantee the Internet service to be uninterrupted or error-freeService may be interrupted from time to
time for various reasons, including inclement weather at a customer’s home or their service gateway
Due to the nature of satellite-based internet service, there are many variables that can affect speeds, including, weather at Viasat’s facilities or at the customer’s home, network congestion, a misconfigured home network or outdated computer equipment and software Because of these many variables, Viasat cannot guarantee any particular speed Viasat discloses at the point of sale and in its Customer Agreement that speeds may vary and are not guaranteed
Our records show Mr*** called Viasat numerous times between March 26, and April 8, regarding issues with his service, including slow speeds and his inability to access a specific websiteDuring these conversations, Mr*** was guided through troubleshooting, assisted him with his website concerns, and advised that the speed of the service was not guaranteedWe apologize if Mr*** had a poor experience with Viasat’s Customer Service representatives
Review of Mr*** account as of April 9, shows that there is network congestion in his area that may cause him to experience slower speedsAdditionally, we also show that he is in potential need of a service call to resolve an intermittent connectivity issueViasat is willing to provide Mr*** a service call at no extra cost to him as resolution to this complaint
If Mr*** would like to take advantage of this service call offer, he may call Viasat’s 24-hour Customer Service Department at 1-855-463-in reference to ticket no***
Thank you for the opportunity to respond